Customer Service Manager

PROFESSIONAL SUMMARY

Customer-focused professional, with 14 years of progressive customer service and administrative experience, including 3+ years in high-volume, customer-facing environments. Proven ability to manage customer inquiries, resolve billing and account-related issues, document interactions accurately, and clearly explain company policies and procedures. Adept at multitasking in fast-paced settings while maintaining confidentiality, professionalism, and a strong commitment to customer satisfaction.

SKILLS

•Customer Account Management

•Call Center & Customer Service

•Customer Information Systems (CIS/CRM)

•Billing & Account Issue Resolution

•Payment Processing Support

•Complaint Resolution & Escalation

• Policy & Procedure Explanation

•Accurate Account Documentation & Notes

•Confidential Information Handling

•Multitasking in Fast-Paced Environments

•Microsoft Office 365 (Word, Excel, Outlook)

•Professional Verbal and Written Communication

EXPERIENCE

Sand & Sand Logistics LLC - Self-Employed

Delivery Driver / Customer Service Representative

Poinciana, FL August 2022 – Present

•Provided direct customer service to residential and commercial customers, addressing delivery questions, concerns, and service issues in a professional manner.

•Communicated with customers via phone and in person to clarify delivery details, resolve issues, and ensure satisfaction.

•Documented delivery outcomes, customer feedback, and service exceptions using handheld scanning devices and mobile systems.

•Managed multiple service requests simultaneously while meeting strict deadlines in a fast-paced environment.

•Handled sensitive customer situations calmly and professionally, always maintaining a customer-first approach.

•Ensured accuracy of customer and delivery records, supporting reliable account and service documentation.

Eagle International of Longwood

Office Manager / Customer Service Administrator

Longwood, FL November 2011 – February 2025

•Served as a primary point of contact for customer inquiries, providing information regarding services, accounts, and administrative processes via phone and email.

•Maintained accurate customer records, notes, and documentation within internal systems to support account servicing and issue resolution.

•Assisted customers with billing-related questions, documentation requests, and follow-up actions as needed.

•Explained company policies, procedures, and service guidelines clearly to internal and external customers.

•Resolved customer concerns professionally and escalated unresolved issues to appropriate departments for further investigation.

•Handled confidential customer and business information in compliance with regulatory and organizational standards.

•Managed scheduling, correspondence, returned mail, and administrative workflows to support daily operations.

•Utilized Microsoft Word, Excel, and Outlook to track information, generate reports, and support office communication.

Supported cross-functional operations, gaining exposure to multiple organizational processes and responsibilities.

EDUCATION

Jones High School — Orlando, FL 1996-1999

Orange County Public School GED — Orlando, FL 2002

CERTIFICATIONS

•HIPAA Compliance Certification

•Bloodborne Pathogen Certification

TECHNICAL SKILLS

•Customer Information Systems (CIS / CRM – transferable experience)

•Call Documentation & Account Notes

•Microsoft Office Suite (Word, Excel, Outlook)

•Multi-Line Phone Systems & Headset Communication

•Handheld Scanning Devices & Mobile Technology

•Standard Office Equipment (Computer, Copier, Telephone)

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